System overhaul causing some delays in food-stamp delivery

Some food stamp recipients in Brunswick and New Hanover counties have had to wait longer than usual for their monthly benefits in the wake of a statewide system overhaul, a service blip that officials said was largely anticipated following the switch."It takes quite a bit of time to get clients into the system, and sometimes our worker thinks they're in and there's a glitch," said Sue Conway, economic services program manager for the Brunswick County Department of Social Services. "Sometimes it's that clients have not gotten their paperwork in on time. There are problems on both sides."Counties across the state began launching the system, known as NC FAST, during the second half of last year. New Hanover County went live on the new platform Nov. 13, with Brunswick following suit about a month later. In simple terms, NC FAST allows social services workers to convert paper files to computerized data, which will eventually enables clients to apply for benefits online rather than on-site. The new food stamp system requires workers to ask more questions of applicants and to input data step by step in a certain order to establish new cases and to renew old ones, according to Mary John Brantley, economic services manager for the New Hanover County Department of Social Services."With the new system, we have to input a lot more, because we have to give specific information," Brantley said. "Where they're working, their hours, their pay rate – all of that information goes into the new system. We have to touch each piece of evidence. This is an ongoing process."NC FAST was first implemented last summer in six pilot counties, and officials there have told the state that the system takes about half a year to become efficient. That time frame is largely due to what's known as the recertifying, a process where clients apply to renew their benefits. Typically, clients must recertify every six months."If we re-certify every six months, it stands to reason that in a year we'll be fully converted, so to speak," Brantley said. Eventually, the system is intended to integrate with others to save time and reduce errors. Until that point, department workers are only notified of delays in food-stamp processing if clients call and alert them to the problem. County officials were aware of that possibility prior to the switch and publicized it accordingly, Brantley said."Down the road when the client brings in their information, it will give them an alert and that'll go in our task bank," she said. "With any new system there are going to be some hiccups. I've been very pleased with it. It's going to be more efficient for us and for the client."